Customer Experience Coordinator

Customer Experience Coordinator We are seeking an organized and customer-focused Customer Experience Coordinator to serve as the first point of contact for customers and referral partners. This role handles new loss calls, gathers accurate information, creates jobs in company systems, and ensures each opportunity is quickly handed off to the appropriate team member. The ideal candidate is empathetic, detail-oriented, comfortable handling urgent situations, and able to manage multiple priorities in a fast-paced environment. Benefits include business casual attire atmosphere, excellent training and support, professional small office with a friendly touch, work during traditional business hours, competitive pay, 401(k), dental insurance, health insurance, paid time off, and vision insurance. Responsibilities include answering calls, texts, emails, web inquiries, and voicemails promptly and professionally; gathering and confirming all required customer, property, insurance, referral, and loss information; creating accurate customer and job records in Restore and other company systems; identifying emergency situations and immediately notifying the appropriate team member; assigning new opportunities and confirming that responsibility for the next step has been accepted; tracking open intake items until each has a clear owner and next action; routing existing-job questions and customer concerns to the correct team member; documenting communications and job updates accurately; setting clear expectations without making unapproved promises about coverage, pricing, arrival times, or outcomes; and providing general branch administrative support, including deliveries, payments, employee events, and office organization. Qualifications include strong telephone, written, and interpersonal communication skills; professionalism, empathy, and calmness under pressure; high organization with strong attention to detail and follow-through; and the ability to multitask and prioritize urgent responsibilities. Preferred qualifications include comfort using Outlook, Excel, Word, CRM platforms, and scheduling software; one or more years of customer service, call intake, dispatch, or administrative experience; and restoration, insurance, construction, or home-services experience. Success in this position means every customer receives a prompt, professional, and compassionate response; every new loss is documented accurately; and every opportunity reaches the correct team member without unnecessary delay or communication breakdown. Compensation: $18.00 - $22.00 per hour.